Ken Garff Honda of Orem

Best customer service by Lyle , Thanks x taking the time to talk to us , when we were walking away, while u were on your brake , Love the Accord to talk to us , when we were walking away, while u were on your brake , Love the Accord More

Great service! I will buy my next car there! Jer Goldsmith was my advisor, very friendly. Goldsmith was my advisor, very friendly. More

Deseret is an old friend of mine who works there. He did a fantastic job of finding us an SUV that fit our needs and our finances. a fantastic job of finding us an SUV that fit our needs and our finances. More

I bought a 2018 Honda CR-V EXL, it was brand new. The stereo kept on freezing up and I made several calls to customer service they said there was probably something with the electronics as they were not stereo kept on freezing up and I made several calls to customer service they said there was probably something with the electronics as they were not able to see anything on the Honda Link. The system would play on Pandora for like 10 minutes, then it would reboot, and then it would freeze and would show, "No Device Found." You had to turn the car off and reset it to get working again. It was really annoying. I bought a 2020 CR-V touring, and that one, the stereo works fine, even in Pandora which I was told at the dealership that there was an issue with Pandora. The stereo was swapped twice and the issue was never fixed. I never received a compensation either for all that inconvenience. More

I very rarely leave a review for anything. Unfortunately, it appears that happy customers rarely leave reviews. Let me just say after many years in the car business I know first hand why car dealers get su it appears that happy customers rarely leave reviews. Let me just say after many years in the car business I know first hand why car dealers get such a bad wrap. Its because they deserve it. However, my last experience at Ken Garff Honda in Orem gave me hope that there are still some good people in the car business. Let me back up several months when my wife took her vehicle to this location for an oil change and tire rotation, I received a call from my wife that day explaining to me that there was a problem with the car. She was having a difficult time explaining to me what the issue was so I had her pass the phone to a service writer who explained to me that they had cross threaded one of the lug nuts and broke the stud and because I had wheel adapters on the vehicle they couldn't find the right one to replace it with. At that time the employee (dont recall his name) tried to tell me that because the wheel adapters were not a Honda product that they don't usually service after market products? I became upset and asked why they had been servicing it for the past couple years then? He backed off at that point and said they would get it fixed. When I got home that night my wife told me that when she was driving home on the freeway the car was shaking really bad so I went out to see if I could figure out why and first thing I noticed was a chrome lug nut on the stud that they had broken (all the rest were black) I figured no big deal ill buy another black one. Then as I looked closer I noticed that 4 of the 5 lug nuts (all but the chome one) were completely loose, not even finger tight. Now I was very upset! This wheel could have easily come off on the freeway and caused a major accident. I immediately called the dealership and was sent to the voice-mail of the service manager where I left a message voicing my concerns. Needless to say I did not hear back from him or anyone else. I tightend all the lug nuts for my wife and decided we just wouldn't ever return to this dealership again. Unbeknownst to me this "mostly" fixed the problem due to the fact that I dont ever drive my wife's car I didnt realize that the car was still shaking at higher speeds until we took a short trip and I asked my wife if the car been shaking all this time and of course she said it had but she didn't want to bother me since it wasn't "so" bad. I figured it was possibly a tire out of balance so I had the tires balanced (twice) but it still shook so I started looking into it closer and noticed that it was leaking a little oil from where the axle goes into the transfer case and it just happend to be the axle from the wheel that had the stud broken off by the dealership. So I removed the tire myself for the first time and was shocked to see that the stud that they had used to replace the one they had broken was not the same as the rest. It was almost an inch shorter which caused everything to be way out of balance and because of the shaking over a period of time it had ruined the axle seal and was now leaking oil. Now I was mad and instead of calling in I drove straight down to Honda preparing for an argument. I pulled in and asked to speak with the service manager but he was in a meeting with the General manager so I sat down and waited. After 20 min. or so the parts manager came over and asked if he could help me. I told him I didn't think so but I would be happy to tell him the story. A couple minutes into the long story I see a gentlemen walking towards us, he introduces himself as the new general manager which was surprising because in all my years working in the car business it is rare that the GM will get involved with an upset customer without it being the last resort. So, expecting to get excuses and pushback I start my LONG story over again and to my ultimate surprise I immediately received an apology and "what can we do to make this right"? So, I explained what I thought would make things right and without blinking, the GM (Lorenzo) agreed to take care of everything including providing a rental car while they fixed my wifes car. We got her car back a few days ago and I have to say, I am so impressed with the service I received I figured the least I could do is to tell others of my experience with this dealership. I will not hesitate to send my friends and family to see Lorenzo at Ken Garff Honda. More